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Marisa of Allison, PA March 11, 2008
I ordered a Dell 1720 Laptop on 1/6/08. At this time I was told that I would be receiving free financing for 6 months. I received my first bill, and there were no finance charges. I just received my second bill, and suddenly I have finance charges. At this point I called the customer service line. I spoke with an agent who did nothing for me and then was escalated to a team lead because their resolutions manager was on a call. I explained my situation, and at this point the woman I was speaking to told me that the computer I purchased was not eligible for the free financing. I questioned her as to why when I ordered the computer, it told me I would receive free financing. At this point she says that they are not liable for what their website says and continues on that she will not be giving me the free financing for 6 months.
I then asked to speak with her supervisor, and she fought with me that I would not be permitted to speak with him. I am a supervisor in a call center just like this woman. In fact, she and I both work for Teleperformance USA. I know that there are many people higher than her within her call center, and she continued to refuse. I then asked how I would get back in contact with her, and she told me there would be no way I could. I was on the phone for well over an hour and received nothing for my time. Dell cannot continue to lie to their customers and treat them like this. I love the computer I purchased from them; however, I will NEVER purchase another thing from this company.
Doug of Skyland, NC March 11, 2008
In buying a Dell computer back in August 2007, I could not be more clear that this new computer was to be used primarily to run autocad (a very expensive and sophisticated program). I have emails to the sales rep at Dell that explain the use of autocad and my concern that the correct supported video card be used. Now months later, I finally have figured out that the problem (incompatibility, fatal crashes) is the complete Dell system. The supported cards by autocad will not even work on this system at all.
Calling Dell has been a complete joke - getting bounced from one dept to the next, and finally I was just told there is no one else to talk to about this issue. I was never able to speak with anyone who had any authority to do anything but pacify. I was told to go to the Dell site and write a complaint on unresolved Issues. I have done this twice now with no answer. They say they will contact you in 24 hours. Nope.
I only want to return the system to get a credit and to buy the correct system at a greatly discounted (or cost) price. This is not an unreasonable request when I can prove the Dell salesman sold me the wrong product for my application. This has caused hours of disruptions for my business and is not acceptable. Elayne of Fishers, IN March 10, 2008
I am the average American consumer who purchases computer products. There are 11 rooms in my home and 7 of them have either a DELL laptop or desktop. We would have had 8 but my recent purchasing experience with Dell company forced us to buy one of their competitor's products. On October 12, 2007, I ordered my college freshman daughter a laptop online. It is not the best laptop but I figured for an entry level college student, it would be adequate. A week after receiving the computer, she called my husband and I complaining about the screen turning blue or freezing (or something to that effect). I called Dell's technical support and was advised that the memory must be bad and they would send another one to me. It was promptly sent to us and we drove an hour and a half (one way) to her college and replaced it. Three days later, she called us back and complained of the same problem but this time it would not turn off. We contacted Dell and another replacement memory (or maybe it was a hard drive) was sent again. We again trekked back to her college and followed the same replacement procedure.
I'll be darned if she did not call a few days later and complain of the same problem. At this point, we returned the laptop to Dell, and their technicians repaired it. When it was returned to us some 12 days or so later, it did not operator properly upon its receipt. I called Dell's technical support and at that point demanded a refund. I was sent a box to return the laptop to them and did so early last month. Because I was advised that I would have to wait 30 days to receive the refund that was taken from my checking account within hours, I was forced to purchase a computer from their competitor. How unfortunate in light of the fact that we have all DELL products in our home, and I have been a loyal dedicated DELL customer since they first started in the business.
I have yet to receive my refund. I was advised by Dell's customer service department that my refund was processed on 3/2/07 and was returned to PAYPAL. The refund confirmation number given to us by Dell customer service staff is actually an invoice number, and they have no proof to show they actually sent the refund back to us. Their staff was very rude and argumentative, also. Now they have our money AND our computer. I am so frustrated. They blame PAYPAL; PAYPAL blames them. We are caught in the middle of two corporate entities, both whom have employees who don't speak English well. There is no reason whatsoever that Dell treats its customers like this.
Lost 600 and NO Computer. Contact of Cairo, OTHER March 9, 2008
I am writing to inform you of my complaint with my Lattitud D240 laptop. I realized that on the Arabic keyboard there are some missing letters. Then I figured out that it's not a problem on my laptop only but it's a problem on all Dell laptops, and I don't know the reason behind that. As long as they work--but I had to figure out myself where the letters were on the keyboard because the places of the letters change from one computer to another. When I tried to call the customer center to know the reason behind that, they couldn't give me any answer regarding my question.
Neelima of Amherst, NY March 8, 2008
I had a problem with a Dell laptop Inspiron 6000 which was under extended warranty for 3 years. Initially they said it was a software problem, and I obliged with the customer technical support and reinstalled my operating system. The problem persisted, and they diagnosed it as a hardware issue. Since I was entitled for a 3 year on-site technical service for any damaged parts or defective parts on my laptop, Irequested for an on-site technical person to come and replace the hard drive. They are just absolutely disrespectful, do not call in the appointed time, always call at times other than the time specified in the appointment, never solve issues and are just adamant about not sending a service technician to replace the hard drive. They tell me to replace it myself as per the instructions which they will give me on the phone, but when I checked their agreements and service contracts, it clearly states that in case if anything goes wrong I am held responsible for it. So basically, I need my computer to be fixed badly. It is under warranty, and they just refuse to provide any service of an on-site technician
There is a breach of right to information as a customer, since when I have requested them to send the warranty papers, they just refuse to do it. I have been dealing with this back and forth through all their departments with no solution offered to fix my problem. My warranty for this product expires in July, and I guess they just want to delay it...and then tell me my warranty has expired. John of Pleasanton, CA March 6, 2008
I ordered a laptop and sound card late December '07. Both arrived about a month later. During set-up, the hard drive malfunctioned so I returned it immediately. Three weeks later the replacement arrived, and I get it set-up. After installing the drivers and programs for the sound card, the laptop freezes and will not switch off. When I got it working again, I searched the web for help as the sound card company was closed for the day. The web was full of stories of incompatibility with the Dell laptop and the sound- card Dell recommended I purchase.
I called Dell to ask for a return label, and they told me I could not return the sound-card because the 21-day trial period had ended. But I had not had the laptop during that 21 days. Customer support is a joke, with representatives reading a stock answer without thinking about the individual circumstances.
I wasted 7 hours of my time and wasted 75+ tax on an upgrade that wasn't an upgrade. Christopher of Brooklyn, NY March 1, 2008
I ordered a hard drive over the phone using one of Dell's sale agents. Four weeks after the drive arrived, I tried to install it and discovered that dell had sent me the incorrect hard drive. I called a sales agent, and he told me to 1) purchase the drive I need, and then 2) he would transfer me to another department where they would send me an RMA sticker to return the hard drive and refund my money. I purchased the correct drive, he transfered me to the returns department; however, the return service department refused to give me my money back because more than 21 days had passed since the item was shipped. At the time of purchase, I was never informed of this 21-day limit.
Lost money, lost time. Mike of Fort Worth, TX February 29, 2008
Dell advertises that they can import your settings, addresses and such, so that when your computer arrives it is ready to go. I was skeptical but paid the 29 charge. I was told I would get an e-mail with instructions to send my data. This never happened, and the computer arrived as is. I talked to India twice, no resolution. I left a message with customer care. That said I would be contacted within 12 hours. I then get an e-mail stating 24 hours. This was days ago. Beware that item. They charge for services not rendered.
I spent several hours moving info form old computer to the new one. Got charged for service not done. Thomas of Abilene, TX February 29, 2008
I ordered two Dell laptops in December of 2007, several days apart. The first one is fine. The second unit arrived, January 4th, 2008. It was defective and did not operate continuously. I called for technical support on January 14th. The unit was replaced, and it took, about 8 days to receive it. It too, was defective. Dell sent me a third unit, but it was not configured like my original order. My original order had a 64GB SSD hard drive, a 1000 upgrade. The 3rd-replacement-unit had a standard hard drive. I could buy the replacement unit for 1150 that day, off Dell's web site. The rub? I paid 2400 for my original unit, was billed, paid my bill, and 6 weeks into my ordeal STILL did not have a laptop that worked. I asked Dell to let me return the unit. They REFUSED saying they had a 21-day return limit, and that there were no exceptions.
The reason I was past the 21-day limit was because of Dell's own incompetence. It took numerous phone calls and hours on the phone to get Dell to configure the third computer to my original order. Originally, Dell told me that they were not obligated to replace the exact unit I bought regardless of the replacement unit's configuration. They further stated that their only responsibility was to get as close at they could with what they had on hand. I feel cheated, marginalized, and lied to by Dell. Everyone I dealt with seemed to be reading the same script off the same 3X5 card. No one was empowered to make a real decision that was not pre-printed. Someone needs to tell the public that Dell will cheat you with their Policies if you let them.
The consequences? Our business has a deployed base of Dell products. I influence the buying decision. We have done business with Dell since 1997. We will NEVER buy another product from Dell again, and I will work hard to warn everyone I know of their unscrupulous business practices and unfair treatment of customers. John of Rex, GA February 25, 2008
After owning my DELL Dimensions E510 for a little over 1 year I began to have issues with Raid imaging, and I was getting the blue page of death saying I had a problem with software for my video card. I eventually had to reformat my two hard drives and remove one of my video cards to resolve the issue. Dell's fix for the problem is less than successful, and they are fully aware of this issue. I have found a website with hundreds of people that have the same issue, and Dell is not fixing the problem. Please follow the following link to see for yourself the horror that hundreds of people are experiencing with their Dell computers. Where do I go from here? http://www.ydeologi.com/2006/04/26/dell-dimension-e510-iastorsys-windows-xp-blue-screen-error-stop-code-0x000000d1/
I lost all data stored on my hard drives and had to remove 1 video card and reformat my 2 hard drives.
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